Project Manager Management

JENNIFER TONEFF

Dunkerton, IA ***** 319-***-**** ********.******@*****.*** linkedin.com/in/jennifer-toneff CAREER SUMMARY

Project Manager Program Manager Strategic Planner Highly accomplished remote project manager offering a proven record of success leading all project phases to achieve organizational excellence. Dedicated to delivering solution-based excellence in every complex project. Adept at building and nurturing relationships, with a meticulous attention to detail and a deep understanding of project and contractual requirements; their impact and benefits. Consistently surpasses expectations through effective collaboration and clear communication strategies. A progressive and driven professional who rapidly adapts to new tasks and technologies. Known for exemplary bold leadership in guiding cross-functional teams to achieve in scope,

on-time and on-budget project completion.

“Natural born leader who has shown the ability to drive teams towards the end goals, one who is very well organized, very open to ideas and definitely someone who knows how to harness and maintain to make the most of relationships/networks she builds around her.”

-Jai Jhaveri, Associate Director, Verizon

AREAS OF EXPERTISE

Project Management Documentation Stakeholder Management Communications Leadership Problem Solving Cross Functional Teams Multi-Level Communication & Reporting Partnership Builder Change Management Timelines Test Case Development Vendor Relationships Risk Assessment Resource Allocation Implementation Budget Management Quality Assurance Process Improvement PROFESSIONAL EXPERIENCE

Verizon, Cedar Rapids, IA 05/2009–03/2023

Principal Engineer-Systems Analysis (Project Manager) Project Manager for the LiveSource standalone Cisco UCCE Contact Center Solution; platform, network, applications, database, software, operations teams and technology. Led cross functional teams through complete project lifecycle, including initiation, planning, budgetary activities, development, testing, execution, analysis and optimization. Regularly called upon to triage system support for operational risk management including cyber- security efforts, develop roadmaps, procedures, and policies and deliver executive communications. Fueled and cultured relationship building between external customers, business clients, vendors, PMO, development, operations and quality engineering with an eye towards organizational strategy, improving quality, meeting corporate KPI’s, increasing shareholder value, and delivering measurable benefit.

● Led and completed major mission critical LiveSource projects for over 10 years, including multiple Cisco Contact Center platform builds, upgrades and digital product launches while maintaining 99.999% uptime

(7-200million calls annually - 100+ servers and applications). Employed Agile and Waterfall methodologies to handle multiple simultaneous projects. Fostered collaboration with stakeholders in project planning, risk mitigation, financial management, resource allocation, prioritization, and influenced key business decisions.

● Piloted large cross-functional team to develop, construct, test and implement a complex and innovative modernized Operator Services Automation network and applications to allow Operator Service agent calls to be networked, delivered, prioritized and consolidated to one application. Project required multiple system & software developments coordinated with infrastructure changes, included a disciplined yet flexible methodology to deliver major technical and process improvements, improved efficiencies for force management, operations, technical support, field ops, DevOps; also reducing head count requirements by 30%, capital, training and support, while meeting SLA, legal, and regulatory requirements to serve callers.

● Executed digital transformation of Directory Assistance Automation, while maintaining 24 second agent work time upon call delivery. Established new partnership with vendor, negotiate contract and SOW. Managed internal and external communications, multiple scope and contractual amendments, risk assessment, infrastructure and network development, procurement, implementation of the new technical solution, data delivery optimization, testing, change requests and managed the progress of all activities, vendors, and resources through deployment and closing to drive solution implementation.

● Launched new product offering for roadmap: created an opportunity to drive efficiencies with capacity planning sessions and utilizing available network, platform resources, and surplus staff time at no additional costs within 3 weeks to support a public need, while creating a valuable public relations opportunity. Conducted project kick off and led client sessions to define and document business requirements, technical specifications, deliverables, and success criteria. Track project performance, coordinate integration, change management and issue resolution. Provide feedback, ensure quality standards were met, proactively prioritize problem-solving, manage resources and risk. Developed call handling, quality assurance, status, and feedback reports for the business systems and stakeholders including American Red Cross, State of Maryland and internal Verizon Teams.

EARLIER WORK EXPERIENCE

MCI (acquired by Verizon), Cedar Rapids, IA

Manager Staff

Led 7x24x365 helpdesk of 15 frontline technicians, providing technical support to MCI Operator Centers, including the legacy MCI Intelligent Service Network, Directory Assistance and Prepaid Platforms (Domestic and International), Voicemail and TeleRelay Services. Priority 1-4 ticket problem solving and resolution, address customer complaints, dispatch, prioritize staff tasks, projects, network and software testing, internal audits, training development and delivery, negotiations, process improvement to lower operational risk, escalation and outage management, postmortem and governance processes. Built operations partnerships. Responsible for staff recruitment, interviewing, scheduling, development, coaching and evaluation. ENTREPRENURSHIP

Toneff Farms LLC, Dunkerton, IA 10/2008–Present

Agribusiness

Principal Farm Operator & Sole Proprietor

Family farm owner and operator

Carry out fiscal and operational functions of $350,000 in crop commodities annually including crop marketing, risk management, financial reporting, transportation, maintenance of equipment, planting, harvesting, and land stewardship.

VOLUNTEERISM

Dunkerton Schools Foundation 10/2018-Present

Secretary

Generate and distribute resources to and for the benefit of the Dunkerton Community School District to enrich, maintain, and expand programs needed to meet the district’s mission of educating, enlightening, and elevating student achievement. Over $115,000 in student scholarships and teacher grants awarded in the past 6 years. Dunkerton 4 Year Trip, Executive Committee 09/2019-Present Secretary

Organized a trip to a major city with a variety of cultural experiences to educate, elevate, and enlighten; helped raise funds and activate community excitement so that the four-year trip will be an affordable educational experience enabling high school students to mature socially and culturally. Led advertising and $100,000 fundraising campaign, sourced travel contract, defined requirements, coordinated chaperones and students, monitor project progress through completion and supervised trip. EDUCATION

Bachelor of Arts, Management Business Administration Minor Business Communications

University of Northern Iowa, Cedar Falls, IA

Project Management Capstone

Mastering Project Management

Six Sigma Green Belt

Certifications, Villanova University

Actively pursuing Project Management Professional (PMP) certification, target date June 2024

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